The Solitude Challenge

This week I had an assignment for one of my classes to contemplate the role of technology in my personal life, and how the tools of technology both legitimize and dismantle our ideas of solitude and isolation. To start the assignment, I sat alone in a room in my house without any technology, other people, or reading material.

I need solitude, which is to say, recovery, return to my self, the breath of a free, light, playful air — Friedrich Nietzsche

Being away from technology doesn’t intimidate me. Maybe that’s because I grew up in a home without a lot of technology. We didn’t have a television or gaming system, and when we wanted entertainment, we had only ourselves as resources. Of course, with acres of land and four siblings, I wasn’t exactly challenged for ways to spend my time, but I did have to rely on my own imagination for entertainment and had to learn to be comfortable with empty spaces and long silences. I feel that I’ve brought a great deal of that into my adult life. In my home, I try to encourage my family and friends to set their phones aside, for example.

So, in many ways, I thought this assignment would be fairly uneventful.

But then I realized how accustomed I’ve become to “doing” something. About ten minutes in, my brain was leap-frogging from topic to topic, making mental lists of things to do at work tomorrow, reminding myself to price out snow tires on the Internet, wondering which of our friends had replied to an email thread inviting them to a birthday celebration.

This blogger calls them “thought goblins.” Maybe I wasn’t meditating, or longing for nirvana, but I still felt that nagging question of “Am I doing this right?” and “I can’t seem to relax.” I realized that, for me, relaxation often comes when I’m reading a book, listening to a beautiful piece of music, watching a movie, or talking with my partner. In this moment of solitude, when asked to empty my life of all the “things” that I do, you might imagine that I would find relaxation and peace, but instead I felt tense.

Maybe that comes from my parents, who never stopped working or looking for a project. In spare moments, my mother would throw up the piano lid and play a song or two. My father would find something to fix and, if there was nothing to fix, he might start “fixing” things which weren’t really broken.

A man and his thoughts...
from Giampaolo Macorig “A Man and His Thoughts”

But as the minutes ticked by, and tick they did, I found myself settling into a more comfortable place. Yes, my mind was still working, but now in larger and larger concentric circles. I thought about a piece of music I’d heard on the way home, the way, at that crucial moment in the song, the melancholy guitar solo was joined by joyous human voices. I thought about how I might want to redecorate the room I was sitting in. And then, for awhile, nothing at all that I can remember.

That reminded me of this awesome TED talk about the science of mind wandering, which found (yes, there’s an app for that) a strong connection between moments of human happiness and day-dreaming or mind-wandering.

I like the idea that there is something restorative in letting ourselves be “not busy” and “not surrounded.” That our brains, freed from restraint, might meander in ways that actually make us healthier or happier.

Customer Experience – The good, the bad and the ugly

In today’s fast-paced world there are an overwhelming amount of options for consumers. In the past, if you needed a specific item you would get in your car, drive to a specific store that specialized in the sale of that item, perhaps ask a sales representative about the different choices (if there were any) and either buy or not buy the item. If you were unhappy with the service, you would have the option to ask for a manager to voice your compliment/concern/complaint. If you wanted to take that compliment/concern/complaint further, you would have to look up a corporate phone number by referencing a billing statement or perhaps looking in the yellow-pages.

This is how many Yellow Page books I had to keep just to keep track of the surrounding towns.

Fast forward to 2014. You can pick up your smartphone, browse for items being sold from all over the world, read product reviews, check prices, live-chat with customer service, find corporate emails/phone numbers to directly to send compliments/complaints/concerns, and immediately share your experience with the entire world via numerous social-media outlets.  In this fast paced ever-changing landscape of e-commerce versus brick-and-mortar, what defines a good customer experience?

In my experience, in order for a company to attract and retain customers they need to master the following brand attributes: authenticity, content consistency across all platforms, subject matter expertise, and accessibility.

Amazon continues to set the bar as the leader for a positive customer experience. Most recently Amazon topped USA Today’s 2014 Customer Service Hall of Fame list. As a consumer, I consistently find myself valuing and trusting Amazon’s customer reviews. Amazon encourages their customers to provide product reviews and makes it easy for them to do so.

Customer Service4

I recently polled a group of my friends and asked which companies they had had the worst customer service experience. The top offender was Comcast, which is not surprising as they seem to be on every list outlining poor customer service, from Temkin’s to Ranker’s ratings.

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Social media is changing the customer experience landscape by allowing customers to immediately and publicly hold companies accountable when they are not being authentic, offering consistency, properly sharing expertise on the product/service, and/or being easily accessible. Successful companies know how to effectively manage and leverage compliments/complaints/concerns to turn them into a moment to debut their authenticity and to remain true to their brand.

American Express engaging a complaining customer definitively and in a timely manner.

Companies who are not able to manage social media crisis will need to immediately reevaluate their brand to ensure that they are not opening the door for their competitors to take advantage of this.

Example of poor customer service leading a frustrated customer engaging with a competitor.